Five9 has strengthened its partnership with Salesforce to unify CCaaS and CRM software.
In doing so, the two customer experience technology stalwarts released a coordinated offering: Five9 Fusion for Salesforce.
The offering will see Five9 plug its core voice channel, routing engine, and real-time transcription solutions into Salesforce Service Cloud.
Five9 also plans to embed its digital channels into the CRM platform later, joining Salesforce’s new Bring Your Own Channel (BYOC) for CCaaS program.
This will allow businesses that have already built out channel configurations in Five9 to insert those directly into their Salesforce CRM.
Five9 Fusion for Salesforce represents the second such unified CCaaS-CRM solution Five9 has brought to market, following a similar announcement with ServiceNow in November 2024.
By collaborating with these two prominent CRM players, Five9 hopes to help many customers converge their customer support tech stack.
Celebrating Five9 Fusion for Salesforce, Jake Butterbaugh, SVP of Global Partner Organization at Five9, said:
With Five9 Fusion for Salesforce, we’re delivering a deeply integrated, AI-elevated solution that helps organizations hyper-personalize every customer interaction, empowering human and AI agents to work more efficiently and drive meaningful business outcomes.
For its part, Salesforce has announced similar unified offerings with AWS and Genesys.
However, while these solutions may have come to market first, the CRM leader has stressed its desire to help “all” CCaaS vendors integrate deeply with Salesforce.
In doing so, it wishes to enable a centralized customer support environment that streamlines user experiences so reps don’t have to Alt-Tab so often.
Additionally, Salesforce hopes to lower management burden, enabling admins to focus on coordinated contact center offerings, not two integrated solutions.
Yet, perhaps most crucially, it wishes to consolidate contact center data. Salesforce customers leveraging Data Cloud can then utilize that data to bolster AI applications across the front office and beyond – including Agentforce agents.
That prospect excites Nick Johnston, SVP of Strategic Partnerships and Business Development at Salesforce. He added:
Five9 Fusion for Salesforce and its AI-powered integrations will allow organizations to personalize experiences at scale, reduce time to value, and drive increased customer satisfaction.
Yet, don’t expect the two vendors – which have partnered for 15+ years and accumulated 1,00 mutual customers - to stop at embedding digital channels.
